{
  "ucid": "21112178912150121",
  "call_date": "2026-09-11",
  "start_time": "2026-09-11 15:41:41",
  "end_time": "2026-09-11 15:43:32",
  "duration_sec": 111,
  "campaign": "IS_MFG_HR_HRPO_Sep26",
  "disposition": "General Enquiry",
  "agent": "Abdul Ansari",
  "audio_url": "https://s3.ap-south-1.amazonaws.com/3m-pu.ozonetel.com/jswone/DIA363ac4321ded99944051aa66a38d4298.mp3",
  "dial_status": null,
  "customer_status": null,
  "agent_status": null,
  "hangup_by": null,
  "excel_row": 193,
  "is_test": 0,
  "raw_payload": null,
  "audio_path": "gs://ozontel_transcript_analyser/data/audio/21112178912150121__DIA363ac4321ded99944051aa66a38d4298.mp3",
  "audio_bytes": 251208,
  "audio_status": "ok",
  "audio_error": null,
  "excel_turn_count": 0,
  "ingested_at": "2026-09-24 11:52:36.999815+00",
  "audio_secs": 83.736,
  "source_file": "Monthly_Calls_Transcript.xlsx",
  "upload_id": null,
  "audio_permanent": 0,
  "english_text": "[0s] CUSTOMER: [inaudible] Nagar. Hello?   ([inaudible] नगर. Hello?)\n[2s] AGENT: Hello.\n[3s] CUSTOMER: Yes.   (हां।)\n[3s] AGENT: Yeah, Namaste, sir. Are you speaking from [inaudible], sir?   (Yeah, Namaste, sir. [inaudible] se baat kar rahe hain, sir?)\n[5s] CUSTOMER: Yes yes yes.   (हां हां हां।)\n[5s] AGENT: This is Abdul speaking, sir. I am calling from JSW Head Office Mumbai.   (अब्दुल बात कर रहा हूं सर। JSW हेड ऑफिस मुंबई से बात कर रहा हूं मैं।)\n[8s] CUSTOMER: Yes yes yes, tell me.   (हां हां हां, बोलिए।)\n[10s] AGENT: Is there any requirement, sir, for steel, in HR CR, I called for that.   (कुछ requirement है क्या सर steel में, HR CR में, इसके लिए फोन किया था।)\n[12s] CUSTOMER: There is a requirement, but regarding the rate, I called two-three times but I don't get the rate.   (Requirement है, लेकिन थोड़ा सा रेट में, दो तीन बार फोन लगाया लेकिन रेट मेरे को नहीं मिलता।)\n[16s] CUSTOMER: Give the rate first, we will deal according to that.   (रेट पहले दो, उसके हिसाब से हम डील करेंगे।)\n[18s] AGENT: The rate is 63 100.   (रेट है 63 100.)\n[20s] CUSTOMER: 63 100 means what is this?   (63 100 बोले तो ये क्या है?)\n[22s] AGENT: This sir, is the rate for HR, today's rate for 3mm.   (ये सर जो है HR का रेट है, आज का मैं 3mm का।)\n[25s] CUSTOMER: 8 inch channel, 5 inch channel, 3 inch channel and what I need is plate, 8mm, 10mm, 12mm, 16mm.   (8 inch channel, 5 inch channel, 3 inch channel और जो मेरे को लगता है ना plate, 8mm, 10mm, 12mm, 16mm.)\n[30s] AGENT: This rate I have given you is for plate, I have given you the rate for HR plate only.   (ये मैं आपको रेट दिया हूं plate का, HR plate का ही मैं रेट दिया हूं आपको।)",
  "language": "Hindi",
  "languages": "[\"Hindi\", \"English\"]",
  "turn_count": 15,
  "connected": 1,
  "audio_notes": "TRUNCATED - model output was cut off; complete turns kept, tail lost. clear: There is some background chatter on the customer's side, but it does not significantly impact transcription.",
  "transcript_status": "ok",
  "transcript_error": null,
  "band": "green",
  "band_reason": "15 turns, clean transcript (13% inaudible)",
  "band_language": "Hindi",
  "label_contradiction": 0,
  "status": "ok",
  "model": "gemini-2.5-pro",
  "rubric_version": "1.0.0",
  "exclusion_reason": null,
  "pitch_type_detected": "supply_led",
  "pitch_type_source": "campaign_name:medium",
  "pitch_type_conflict": 0,
  "pitch_adherence_score": 0.0,
  "pitch_score_band": "red",
  "pitch_missed_steps": "[\"SL1 Opener & permission\", \"SL2 Hook (supply/price signal)\", \"SL3 Discovery (6 Qs)\", \"SL4 Pitch (2-3 USPs)\", \"SL5 Qualify\", \"SL6 Closure with next step\"]",
  "pitch_coaching_note": "When a customer immediately asks for a price, use that as an opportunity to start discovery ('To give you the best price, I need to understand your exact requirement...') instead of quoting a generic rate.",
  "usp_relevance": "none",
  "rubric_inferred": 0,
  "segment_detected": "manufacturing",
  "mfg_flag": 0,
  "geo_flag": 0,
  "geo_reason": null,
  "moq_flag": 0,
  "moq_qty_detected": null,
  "moq_severity": null,
  "material_flag": 0,
  "material_detected": null,
  "catalogue_status": "available",
  "quality_flags_total": 0,
  "supply_flag": "none",
  "supply_details": "",
  "customer_req_date": null,
  "agent_committed_date": null,
  "call_summary": "The customer, a manufacturer, stated they have a requirement for steel channels and plates but have been unable to get a rate from JSW previously. The agent immediately quoted a price for 3mm HR plate without performing any discovery. The customer then specified their actual requirement, and the call ended shortly after with no next steps established.",
  "raw_json": "{\"pitch_steps\": [{\"step_id\": \"SL1\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent identified self and company but did not ask for permission to speak.\"}, {\"step_id\": \"SL2\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent did not provide a hook, instead asking a generic requirement question.\"}, {\"step_id\": \"SL3\", \"result\": \"fail\", \"questions_hit\": 0, \"evidence\": \"\", \"comment\": \"Agent asked zero discovery questions; the customer immediately took control of the call to discuss price.\"}, {\"step_id\": \"SL4\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"No discovery was performed, and no USPs were pitched.\"}, {\"step_id\": \"SL5\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"Agent asked if a requirement existed but failed to capture any specific details like grade, quantity, or location.\"}, {\"step_id\": \"SL6\", \"result\": \"fail\", \"questions_hit\": null, \"evidence\": \"\", \"comment\": \"The call ended abruptly without any next step being established.\"}], \"usp_relevance\": \"none\", \"pitch_coaching_note\": \"When a customer immediately asks for a price, use that as an opportunity to start discovery ('To give you the best price, I need to understand your exact requirement...') instead of quoting a generic rate.\", \"segment_detected\": \"manufacturing\", \"mfg_flag\": false, \"geo_flag\": false, \"geo_reason\": null, \"moq_flag\": false, \"moq_qty_detected\": null, \"moq_severity\": null, \"material_flag\": false, \"material_detected\": null, \"catalogue_status\": \"available\", \"supply_flag\": \"none\", \"supply_details\": \"\", \"customer_req_date\": null, \"agent_committed_date\": null, \"objections\": [{\"obj_type\": \"price\", \"state\": \"mishandled\", \"evidence\": \"There is a requirement, but regarding the rate, I called two-three times but I don't get the rate.\", \"response\": \"The rate is 63 100.\"}], \"call_summary\": \"The customer, a manufacturer, stated they have a requirement for steel channels and plates but have been unable to get a rate from JSW previously. The agent immediately quoted a price for 3mm HR plate without performing any discovery. The customer then specified their actual requirement, and the call ended shortly after with no next steps established.\"}",
  "error": null,
  "latency_ms": 41801,
  "input_tokens": 3119,
  "output_tokens": 745,
  "created_at": "2026-09-25 10:57:51",
  "sentiment": "positive",
  "sentiment_score": 0.257,
  "sentiment_confidence": "high",
  "pos": 4,
  "neg": 1,
  "lex_hits": 3,
  "objection_phrases": "[]",
  "sentiment_method": "0.6*lexical + 0.4*prior",
  "talk_ratio": 0.484,
  "agent_talk_sec": 14.9,
  "customer_talk_sec": 15.9,
  "dead_air_sec": 80.2,
  "longest_monologue_sec": 3.2,
  "agent_wpm": 289.9,
  "interruptions": 0,
  "agent_turns": 7,
  "customer_turns": 8,
  "discovery_qs": 1,
  "words_agent": 72,
  "words_customer": 66,
  "monologue_heavy": 0,
  "turns": [
    {
      "ucid": "21112178912150121",
      "idx": 0,
      "speaker": "customer",
      "start_s": 0.0,
      "end_s": 1.8,
      "text_en": "[inaudible] Nagar. Hello?",
      "text_native": "[inaudible] नगर. Hello?"
    },
    {
      "ucid": "21112178912150121",
      "idx": 1,
      "speaker": "agent",
      "start_s": 1.9,
      "end_s": 2.3,
      "text_en": "Hello.",
      "text_native": "Hello."
    },
    {
      "ucid": "21112178912150121",
      "idx": 2,
      "speaker": "customer",
      "start_s": 2.6,
      "end_s": 2.9,
      "text_en": "Yes.",
      "text_native": "हां।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 3,
      "speaker": "agent",
      "start_s": 3.0,
      "end_s": 4.5,
      "text_en": "Yeah, Namaste, sir. Are you speaking from [inaudible], sir?",
      "text_native": "Yeah, Namaste, sir. [inaudible] se baat kar rahe hain, sir?"
    },
    {
      "ucid": "21112178912150121",
      "idx": 4,
      "speaker": "customer",
      "start_s": 4.6,
      "end_s": 5.1,
      "text_en": "Yes yes yes.",
      "text_native": "हां हां हां।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 5,
      "speaker": "agent",
      "start_s": 5.2,
      "end_s": 8.4,
      "text_en": "This is Abdul speaking, sir. I am calling from JSW Head Office Mumbai.",
      "text_native": "अब्दुल बात कर रहा हूं सर। JSW हेड ऑफिस मुंबई से बात कर रहा हूं मैं।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 6,
      "speaker": "customer",
      "start_s": 8.5,
      "end_s": 9.6,
      "text_en": "Yes yes yes, tell me.",
      "text_native": "हां हां हां, बोलिए।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 7,
      "speaker": "agent",
      "start_s": 9.7,
      "end_s": 12.2,
      "text_en": "Is there any requirement, sir, for steel, in HR CR, I called for that.",
      "text_native": "कुछ requirement है क्या सर steel में, HR CR में, इसके लिए फोन किया था।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 8,
      "speaker": "customer",
      "start_s": 12.3,
      "end_s": 16.1,
      "text_en": "There is a requirement, but regarding the rate, I called two-three times but I don't get the rate.",
      "text_native": "Requirement है, लेकिन थोड़ा सा रेट में, दो तीन बार फोन लगाया लेकिन रेट मेरे को नहीं मिलता।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 9,
      "speaker": "customer",
      "start_s": 16.1,
      "end_s": 18.1,
      "text_en": "Give the rate first, we will deal according to that.",
      "text_native": "रेट पहले दो, उसके हिसाब से हम डील करेंगे।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 10,
      "speaker": "agent",
      "start_s": 18.1,
      "end_s": 19.8,
      "text_en": "The rate is 63 100.",
      "text_native": "रेट है 63 100."
    },
    {
      "ucid": "21112178912150121",
      "idx": 11,
      "speaker": "customer",
      "start_s": 20.2,
      "end_s": 21.6,
      "text_en": "63 100 means what is this?",
      "text_native": "63 100 बोले तो ये क्या है?"
    },
    {
      "ucid": "21112178912150121",
      "idx": 12,
      "speaker": "agent",
      "start_s": 21.9,
      "end_s": 24.6,
      "text_en": "This sir, is the rate for HR, today's rate for 3mm.",
      "text_native": "ये सर जो है HR का रेट है, आज का मैं 3mm का।"
    },
    {
      "ucid": "21112178912150121",
      "idx": 13,
      "speaker": "customer",
      "start_s": 25.0,
      "end_s": 30.0,
      "text_en": "8 inch channel, 5 inch channel, 3 inch channel and what I need is plate, 8mm, 10mm, 12mm, 16mm.",
      "text_native": "8 inch channel, 5 inch channel, 3 inch channel और जो मेरे को लगता है ना plate, 8mm, 10mm, 12mm, 16mm."
    },
    {
      "ucid": "21112178912150121",
      "idx": 14,
      "speaker": "agent",
      "start_s": 30.0,
      "end_s": 32.9,
      "text_en": "This rate I have given you is for plate, I have given you the rate for HR plate only.",
      "text_native": "ये मैं आपको रेट दिया हूं plate का, HR plate का ही मैं रेट दिया हूं आपको।"
    }
  ],
  "steps": [
    {
      "ucid": "21112178912150121",
      "step_id": "SL1",
      "step_name": "Opener & permission",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent identified self and company but did not ask for permission to speak."
    },
    {
      "ucid": "21112178912150121",
      "step_id": "SL2",
      "step_name": "Hook (supply/price signal)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent did not provide a hook, instead asking a generic requirement question."
    },
    {
      "ucid": "21112178912150121",
      "step_id": "SL3",
      "step_name": "Discovery (6 Qs)",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": 0,
      "evidence": "",
      "comment": "Agent asked zero discovery questions; the customer immediately took control of the call to discuss price."
    },
    {
      "ucid": "21112178912150121",
      "step_id": "SL4",
      "step_name": "Pitch (2-3 USPs)",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "No discovery was performed, and no USPs were pitched."
    },
    {
      "ucid": "21112178912150121",
      "step_id": "SL5",
      "step_name": "Qualify",
      "weight": 2.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "Agent asked if a requirement existed but failed to capture any specific details like grade, quantity, or location."
    },
    {
      "ucid": "21112178912150121",
      "step_id": "SL6",
      "step_name": "Closure with next step",
      "weight": 1.0,
      "result": "fail",
      "earned": 0.0,
      "questions_hit": null,
      "evidence": "",
      "comment": "The call ended abruptly without any next step being established."
    }
  ],
  "objections": [
    {
      "ucid": "21112178912150121",
      "obj_type": "price",
      "state": "mishandled",
      "evidence": "There is a requirement, but regarding the rate, I called two-three times but I don't get the rate.",
      "response": "The rate is 63 100."
    }
  ],
  "missed_steps": [
    "SL1 Opener & permission",
    "SL2 Hook (supply/price signal)",
    "SL3 Discovery (6 Qs)",
    "SL4 Pitch (2-3 USPs)",
    "SL5 Qualify",
    "SL6 Closure with next step"
  ],
  "objection_phrases_list": []
}